Job Title:         Regional Contact / Call Centre Manager-Francophone

Client:             Fintech

Location:         Cote D’voire

Salary:             Competitive Salary Package + Benefits

Job Purpose

To co-ordinate the activities of the Regional Contact / Call Centre by developing and implementing strategic objectives ensuring the delivery of set performance goals for the RCC

Key Responsibilities:

• Ensure the Service Level and all Service Metrics are met for the RCC in all Francophone African Countries
• Drive the Digital Agenda in the RCC, reducing inbound contacts and increasing customer self-serve options.
• Identify and recommend process improvements that enhance agent empowerment to improve First Contact Resolution.
• Identify and recommend improvements to processes/products that cause pain to customers by engaging the relevant stakeholders.
• Monitor cost efficiency, ensuring that the RCC operate within the agreed cost limits.
• Develop and implement a suitable recharge methodology for supported affiliates.
• Ensure adequate contact center Operational Risk and controls are in place and are strictly being complied with.
• Manage the productivity for staff in all channels supported in the RCC
• Ensure that all staff in the RCC have the right tools and access rights to perform their respective roles.
• Ensure performance reports are shared within agreed timelines with the relevant stakeholders.
• Monitor and ensure standardized procedures are strictly followed at the RCC in line with group’s strategic direction.
• Develop and implement effective Voice of Customer Surveys.
• Ensure all Regional Contact Centre operational tools and logistics are available per group specifications;
• Implement comprehensive staff development programs to improve performance
• Provide effective leadership and motivation to all staff in the RCC by implementing relevant reward programs.
• Analyze productivity and quality results to identify trends.
• Develop and Implement analytics-led outbound activities focusing revenue generation and operational efficiency.

Person Specification

• At least 10 years Customer Service experience out of which at least 5 years must have been in leadership role in a busy Contact Centre environment
• Excellent verbal and written communication skills
• Interpersonal skills, able to communicate with a wide range of people
• Respect for customer and business confidentiality
• General Managerial/administration
• Leadership / influencing, Organization and coordination skills
• Coaching and people management
• Conflict Management
• Initiative / Proactive
• Analytical skills / Problem solving
• High level working knowledge of Contact Centre systems, operations, procedure and policies
• Legal requirements for customer complaints
• Industry regulations
• Organizational policies
• Professional codes
• Resilience, tenacity and Integrity
• Result oriented
• Team player

Education

• Minimum of 2nd class lower in first degree
• MBA will be an added advantage